Technical Account Management Service
A Cloudflare technical account manager (TAM) operates as an extension of your team, as the Cloudflare support expert who knows your tech stack, unique infrastructure, and Cloudflare portfolio requirements. Adding a TAM provides:
- Single point of contact for your organization, available via Slack, email, phone and for recurring meetings
- Expedited SLAs, including <30 min response to urgent incidents
- Globally consistent experience, with option for in-region TAM
Benefits
Single point of contact for your Cloudflare technical support needs
Experienced Cloudflare support expert
Adding a Cloudflare TAM drives efficiency and helps force multiply your team with a Cloudflare support expert, who takes ownership of answering technical questions, ticket tracking, escalation management, communicating resolution and compiling routine summary reports.
Focused support to keep things moving
TAMs focus on forward progress and continuously seek ways to continuously improve, making informed recommendations and applying best practices from experience, to reduce the number of tickets and shorten resolution time.
Support during business critical events
TAM service includes comprehensive support for seasonal, high profile, or large-scale events, including conducting pre-event traffic analysis, providing event monitoring and performance updates, and delivering post event summary.
Explore the features
Single point of technical support contact
That understands and centrally manages your support needs, across Cloudflare solutions
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Custom runbook development & management
To keep everyone on the same page, continuously updated with product mix and custom reqs
Primary TAM available in region hours
With follow-the-sun, warm handoffs globally for all P1/critical issues
Emergency support hotline (24/7/365)
Always available, 24/7/365, to report urgent issues as needed
Business-critical event support
Including action plan and day of support to protect against interruption
Centralized ticket escalation & inventory management
Which includes proactive assistance, frequent progress updates and push to resolution
Incident summary report creation and delivery
On a recurring weekly/monthly basis, to aid in tracking and analysis of improvement over time
Slack channel with TAM
To ask day-to-day questions and for TAM to share frequent updates, maintenance reminders, etc
